Technician service action auditing for compliance
During a service call of a technician to resolve a problem with a terminal, images of components of the terminal being services are captured. The images are analyzed for compliance to determine whether service actions of the technician with respect to the components are correct or incorrect. When image analysis indicates a non-compliant action was taken by the technician, a real time alert is provided to the technician and/or to a site manager responsible for the terminal. In an embodiment, a model image for a compliant action associated with any non-compliant action is provided to the technician.
1 . A method, comprising:
receiving an image depicting a component of a terminal after a maintenance action was performed on the component during a service call by a technician;
comparing the image against a model image of the component after a model maintenance action was performed on the component;
wherein the comparing comprises:
obtaining the model image for the component based on an error code and the model maintenance action; and
processing a convolutional neural network (CNN) with vision transformers (ViT) using the image, and the error code as input to receive a compliant indication or a non-compliant indication as output;
providing real-time feedback to the technician through a user interface (UI) of a maintenance application processed on a user device of the technician during the service call; and
sending a real-time notification to a second user device associated with a site manager responsible for operation of the terminal based on the real-time feedback as a real-time status update for the service call.
2 . The method of claim 1 , wherein receiving further includes receiving the image from the technician who is operating the user device and interacting with the UI during the service call.
3 . The method of claim 1 , wherein receiving further includes receiving the image from an Internet-of-Things (IoTs) camera that is focused on the component and wirelessly transmits the image during the service call and after the maintenance action is performed by the technician.
4 . The method of claim 1 , wherein providing further includes providing the model image and a non-compliant indication to the UI when the comparing indicated that the image depicts a non-compliant maintenance action for the maintenance action performed by the technician.
5 . The method of claim 1 , wherein providing further includes providing a compliant indication to the UI when the comparing indicated that the image depicts a compliant maintenance action for the maintenance action performed by the technician.
6 . The method of claim 1 , further comprising, sending a second real-time alert to a second user device associated with a site manager responsible for operation of the terminal as a status update for the service call.
7 . The method of claim 1 , further comprising maintaining metrics for the service call in a data store associated with the terminal, a service provider associated with the technician, and a site of the terminal associated with an enterprise.
8 . The method of claim 7 further comprising, generating and providing reports from the data store to the service provider and the enterprise relevant to the service call and other service calls to the site or other sites of the enterprise.